Customer Relationship Management Senior Lead

Job id: 34580

Job location:

Gurugram, IN Bangalore, IN

Colt provides network, voice and data centre services to thousands of businesses around the world, allowing them to focus on delivering their business goals instead of the underlying infrastructure.

Customer Relationship Management Senior Lead

Job Id: 34580

Location: Gurgaon/ Bangalore

Function: Sales, Marketing & Customer Relationship Management

Reports to: Team Lead

Role Purpose

The Customer Services Administrator is focused on providing comprehensive support to Sales, Customer Relationship Management (CRM), and Service and Contract Management (SCM) teams. This entails delivering a high standard of service to customers by efficiently handling their requests and complaints

Supports Sales, CRM and SCM on operational requests to deliver a professional level of service to customers, handling customers request and complaints as well as providing general administrative support to Sales and Customer Success teams within agreed KPIs.

Key Responsibilities

Typical tasks and responsibilities will include:

Providing general administrative support to Sales and Customer Success teams within agreed KPIs
Delivering a high standard of service to customers by efficiently handling and resolving their requests and complaints to ensure customer satisfaction
End to End ownership of resolving the tickets following standards and ensuring customer satisfaction
Managing effective communication and providing proactive timely updates to internal and external customers on the progress of the tickets
Responsible for the integrity of data within recording system and provide high quality resolution for customer queries following Colt’s standard process
Buddying / Coaching Entry level colleagues to ensure efficiency and autonomy across the Team is increased. Act as Operational point of reference for Entry level colleagues.
Develop Continuous Service Improvement Initiatives to increase customer satisfaction
Step up to co-own Improvement Plan, drive jointly with BI Team.
Performing as a credible capable professional and an expert in the relevant field.
Support Team leader with team organization, quality and KPIs target conformity and improvement. And quality checking of tickets along with being the 1st level of escalation within the team.
Actively participating in team meeting, and contributing towards team building activities

Skills

Customer Service Orientation

Data Standards and Procedures

Customer Contact Management

Oral/Written Communications

Customer Conflict Management

Education

A bachelor’s or master’s degree in business management/marketing

What we offer:

Colt is a growing business that is investing in its people. We offer skill development, learning pathways and accreditation to help our people perform at their best, regardless of role and location.

In addition to offering competitive salaries and incentive plans, a range of benefits and local rewards packages are offered to staff. Colt recognizes the importance of a work life balance.

Some benefit examples are:

Flexible working and relaxed dress code
Two days annually to spend on volunteering opportunities
Access to Online-learning Platform
Business mentoring

Inclusion, and valuing diversity of thought and experience, is at the heart of our culture here at Colt. From day one, you'll be encouraged to be yourself as we believe that’s what helps our people to thrive. We welcome people with diverse backgrounds and experiences, regardless of their gender identity or expression, sexual orientation, race, religion, disability, neurodiversity, age, marital status, pregnancy status or place of birth.

Please speak with a member of our recruitment team if you require adjustments to our recruitment process to support you. For more information about our Inclusion and Diversity agenda and activities, please click here

About Colt

At Colt, we provide world-class network and voice connectivity across Europe, Asia and North America’s largest business hubs. We’ve been specialists in our field for nearly three decades - and we've won awards for being a technology innovator and pioneer. We go above and beyond to deliver extraordinary connections to help our customers succeed, and we have the industry leading net promoter score (NPS) to prove it.

What is it like working with us?

As well as our competitive salaries and incentive plans, we have lots of flexible benefits and local rewards packages. We also know that a work life balance is important, and our people say it’s one of the great advantages of working at Colt.

Inclusion is at the heart of our culture here at Colt. From day one, you'll be encouraged to be yourself as we believe that’s what helps our people to thrive. We welcome people with diverse backgrounds and experiences, regardless of their gender identity or expression, sexual orientation, race, religion, disability, neurodiversity, age, marital status, pregnancy status or place of birth.

Please speak with a member of our recruitment team if you require adjustments to our recruitment process to support you. For more information about our Inclusion and Diversity agenda and activities, please click here.

Our values

We live by our Colt values every day, whether we're launching new projects or solving problems together. Our values represent how we behave and are integral to our culture.

We know people matter

Whether it's a customer, a partner or an employee, we build relationships based on trust, honesty, respect and integrity. We value diversity and strive to be more inclusive so everyone has the freedom to speak up, be heard and thrive.

We always find a better way

By staying one step ahead we empower our customers to succeed through the power of connectivity. We're swift to adapt and take responsibility for the promises we make.

We win together

We believe in the power of many and stand shoulder to shoulder with customers, partners and colleagues collaborating on ideas, sharing risks and recognition among all. When we make a decision we understand its impact, and rally behind the decision to make it a success.

We can change the world

We want to make the world a better place. Better connected, more sustainable, fairer for all. We use what we have - passion, technology and connectivity - to create good.

Visit www.colt.net/about-colt to find out more.

Read more about the great work that we’ve done to Open Up and put Diversity & Inclusion at the forefront of our people agenda